Representative, Customer Experience Escalation and Resolution

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Customer Experience Escalation and Resolution team within the Customer Experience Division.
• Responsible for retaining existing customers and preventing erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data.

What you'll do

• Investigates and evaluates customer complaints of discrimination
• Makes outbound calls to customers who have filed a complaint
• Coordinates efforts across operational departments to gather the facts necessary to respond to customer discrimination complaints
• Investigates these complaints by gathering, reviewing and analyzing facts
• Recommends and administers actions where appropriate, including customer compensation
• Works in a team environment to pursue creative solutions to service failures
• Assists in continuing efforts to improve customer service by collecting complaint information
• Works with other departments to resolve service failures and maintain customers
• Must meet and maintain productivity and quality standards on a monthly basis
• Must be able to commit to 5 to 8 weeks of virtual training, beginning on date of hire

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • High School diploma or GED Equivalency
  • 2 years experience in a customer service position with strong customer service skills
  • 2 years experience within a position that requires team interaction/goals setting
  • Experience working with people in a customer-focused organization
  • Experience working in a team environment in an office or remotely
• Preferred Qualifications- Education & Prior Job Experience
  • Relevant work experience in the airline industry, or customer relations.
  • Bachelor's degree or equivalent training/experience
• Skills, Licenses & Certifications
  • Knowledge of company policies and procedures
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Ability to master unique departmental Customer Tracking System software, Advocate, IBM, SABRE and other customer research tools
  • Ability to investigate customer complaints
  • Ability to resolve time-sensitive, sometimes high-pressure, and complex issues in a multiple deadline environment
  • Adaptable and flexible to procedural changes
  • Strong analytical skills, including logical and pro-active approach to problem-solving
  • Positive attitude and the desire to serve customers
  • Attention to detail and the ability to investigate issues through to resolution
  • Ability to interact with all levels of management
  • Ability to think outside the box and develop creative solutions to recover customers who have experienced a service failure

Language/Communication Skills

• Ability to effectively communicate both verbally and written with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20 Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.